Describe a time when you went above and beyond to provide an excellent guest experience.

Sample answer to the question

A time when I went above and beyond to provide an excellent guest experience was when I had a customer who was celebrating their birthday at the bar. I wanted to make their night memorable, so I worked with the kitchen staff to prepare a special birthday dessert and coordinated with the DJ to play the customer's favorite song. I also made sure to engage with the customer throughout the night, checking in on them regularly and making recommendations for drinks based on their preferences. By the end of the night, the customer was extremely happy and thanked me for making their birthday celebration extra special.

A more solid answer

A time when I went above and beyond to provide an excellent guest experience was during a busy Friday night at the bar. One of our regular customers came in and asked for a specific cocktail that we were temporarily out of a key ingredient for. Instead of disappointing the customer, I quickly assessed the situation and came up with a creative solution. I suggested an alternative cocktail that had a similar flavor profile and offered to make it myself. The customer was impressed with my problem-solving skills and appreciated the effort I made to ensure they still enjoyed their evening. This experience taught me the importance of thinking on my feet and finding solutions to unexpected challenges in order to provide exceptional service.

Why this is a more solid answer:

The solid answer provides a specific example of how the candidate used their problem-solving skills to exceed a customer's expectations. It also demonstrates their ability to think on their feet and find creative solutions. However, it could further highlight their organizational skills and include more details about the customer's reaction to the experience.

An exceptional answer

A time when I went above and beyond to provide an excellent guest experience was when a group of friends came to the bar to celebrate a special occasion. They had requested a private seating area, but unfortunately, due to a mix-up, it wasn't reserved for them. Instead of leaving them disappointed, I immediately took charge of the situation. I approached the group and sincerely apologized for the mistake, assuring them that I would make it right. I quickly arranged a reserved area, complete with personalized decorations and a complimentary round of their favorite drinks. Throughout the night, I made sure the group felt valued and attended to their every need. They were thrilled with the experience and left glowing reviews about the bar's exceptional service. This experience showcased my ability to handle unexpected challenges with grace, attention to detail, and a genuine desire to provide an outstanding guest experience.

Why this is an exceptional answer:

The exceptional answer demonstrates not only the candidate's excellent customer service skills but also their ability to handle unexpected challenges with grace and attention to detail. It also highlights their strong organizational skills by mentioning the personalized decorations and complimentary drinks. The candidate goes above and beyond to ensure the group feels valued and creates a memorable experience for them. Additionally, the positive reviews left by the group emphasize the impact of the candidate's efforts. Some improvement could be made by providing more details on the candidate's communication and interpersonal skills.

How to prepare for this question

Reflect on past experiences where you went above and beyond to provide excellent service to customers.
Think about how you have utilized your problem-solving skills in challenging situations.
Consider situations where you had to coordinate with other team members or departments to exceed customer expectations.
Practice storytelling to effectively convey your experience and make it engaging for the interviewer.

What interviewers are evaluating

Customer Service
Interpersonal Skills
Organizational Skills
Problem-Solving Skills